5 Key Lessons from Ivy Residences' AI-Powered Call Management Success

Ivy Residences, a multifamily community in Chicago’s Hyde Park, faced a common operational challenge: missed calls were leading to lost leasing opportunities. Their initial attempt to resolve the issue with a call center fell short. But by implementing Knock® AI Voice, Ivy not only fixed the issue; they reimagined their leasing process with greater efficiency, consistency and responsiveness. 

Their experience offers five clear lessons for property managers and leasing teams looking to modernize their communication strategy: 

1. Identify the Real Problem: Staffing ≠ Solution

Ivy initially turned to a traditional call center to fill staffing gaps. But the solution created new problems, language barriers, misrouted calls and unresolved inquiries. Calls were still being missed or mishandled. It became clear that layering on support without improving workflow only added complexity. 

Takeaway: Don’t assume conventional fixes will work. Start by auditing your lead-handling process, looking at call volume, missed opportunities and customer experience breakdowns. 

2. Embrace AI To Fill the Gaps

Ivy adopted Knock® AI Voice, a 24/7 virtual leasing assistant with human-like conversational abilities. The results? Zero missed calls, faster lead engagement and seamless communication flow. 

Takeaway: AI-powered tools can reliably close staffing gaps and eliminate communication breakdowns, especially in high-volume or multilingual environments.  

3. Integrate, Don't Replace, Your Leasing Team

Knock AI Voice didn’t replace Ivy’s leasing team; it empowered them. The AI assistant captured key details and handed off prospects to staff for a more detailed follow-up. The result were hard to ignore: a smoother, more efficient leasing process from first call to in-person tour. 

Takeaway: The most effective solutions enhance your team’s performance. Choose tools that support natural handoffs and strengthen human touchpoints. 

4. Leverage Data-Driven Management

With every call now captured and logged, whether handled by AI or a live agent, Ivy gained complete visibility into lead sources, call outcomes and follow-up metrics. This insight helped optimize both strategy and operations. 

Takeaway: Robust call data fuels better coaching, staffing alignment and marketing decisions. What gets measured gets improved. 

5. Smoother Experience, Satisfied Prospects

Ivy's new setup not only landed calls; it delivered consistent, professional communication aligned with the brand. Prospective residents experience a seamless leasing journey, which fosters trust and increases tour conversions. 

Takeaway: Operational consistency builds trust. A positive first interaction can be the difference between a visit and a lease. 

Drive Your Success With Knock AI Voice 

Ivy Residences’ transformation shows how powerful the right AI solution can be. By eliminating missed calls and streamlining lead management, they improved operational efficiency, enhanced customer satisfaction and maximized leasing outcomes. 

These results are well within reach for any community team that is ready to modernize its approach.

Ready to optimize your leasing experience? 
Learn how Knock AI Voice can help you turn every call into a conversion and every conversation into a lease.